Contact Us
Head Office13-15 Moorgate
London
EC2R 6AD
Tel: +44 (0)20 7315 8500
Fax: +44 (0)20 7600 7620
Click here for map
Private Banking
73 Brook St. Mayfair
London
W1K 4HX
Tel: +44 (0)20 7315 8600
Fax: +44 (0)20 7499 4193
Click here for map
Private Banking - privatebanking@eabplc.com
Treasury & Capital Markets - GB-Treasury@eabplc.com
Human Resources - humanresources@eabplc.com
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ARABGB2L
Formal Complaints Procedure
Europe Arab Bank plc endeavours at all times to please our clients through our products and services. However, we recognise that in some instances we may not have achieved this.
Europe Arab Bank plc has internal procedures for handling complaints fairly and promptly.
In the first instance you should contact the person who normally handles your account and notify them of your complaint. If your account handler is unable to remedy your complaint, they will refer you to their department manager. If you would rather not speak to your account handler about your complaint, please ask to speak to their department manager.
Unless we are able to resolve your complaint by the following business day, a letter acknowledging receipt of your complaint will be issued within 5 business days of its receipt by us including a copy of this internal complaints handling procedure. This letter will include the name and job title of the person handling your complaint and with whom you should have contact on matters relating to it.
Where your complaint has been made orally, we will ensure that our letter of acknowledgement states our understanding as to the nature of the complaint being made, and you will be invited to confirm in writing the accuracy of our understanding.
Within 4 weeks of receiving your complaint, we will either send you a final response containing our findings, or a holding response advising of our progress to date and when further contact will be made, which must be within 8 weeks of receiving your complaint.
If our investigation has not been completed within 8 weeks after receipt of your complaint we will inform you in writing that the investigation is not complete, explaining the reasons why, and likely outcome date for completion, and explain that if you are dissatisfied with our progress, and are eligible to do so, then you may have the right to refer the complaint to the Financial Ombudsman Service (“FOS”); and enclose a copy of the FOS explanatory leaflet.
Upon completion of our investigations we will write to you explaining clearly:-
- The outcome of the investigation;
- The nature and terms of any offer of settlement that we are prepared to make, if applicable;
- The process whereby, if you are still not satisfied, you can pursue the matter further with us;
- That we will regard the matter as closed if you do not respond within 8 weeks of our final decision letter;
- That if you are not satisfied with the outcome of our investigation you may be entitled to refer your complaint to the FOS, but you must do that within six months of our final decision letter or you may lose the right to have the matter considered.
Europe Arab Bank plc will never ask you to disclose your banking or personal details by email, or request these details through a third party. more